Data Protection Complaints Policy
1. Purpose and scope
JSC Legal Limited ("the firm", "we", "us", "our") is committed to handling personal data in accordance with the UK General Data Protection Regulation ("UK GDPR") and the Data Protection Act 2018 ("DPA 2018"), as amended by the Data (Use and Access) Act 2025 ("DUAA").
This policy explains how you can raise a complaint with us if you believe we have handled your personal data in a way that infringes data protection law, and how we will deal with that complaint. It is published in accordance with section 164A of the DPA 2018 (inserted by the DUAA), which took effect on 19 June 2026.
This policy sits alongside, and does not replace, our separate Complaints Policy, which covers complaints about the legal services we provide and which is dealt with in accordance with the requirements of the Solicitors Regulation Authority ("SRA") and the Legal Ombudsman. Where a complaint relates to both the standard of service we have provided and how we have handled personal data, we will deal with it under both policies as appropriate.
2. What is a data protection complaint
A data protection complaint is any expression of dissatisfaction, made by or on behalf of an individual, about the way we have collected, used, stored, shared or otherwise processed their personal data, where the individual considers this infringes data protection legislation. You do not need to use any particular form of words, refer to specific legislation, or use the word "complaint" for it to be treated as one.
Examples of matters that may be raised as a data protection complaint include, but are not limited to:
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The way we have responded to a subject access request or other data protection rights request.
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The security measures we use to store your personal data, including if you have been affected by a data breach (whether or not it is required to be reported to the Information Commissioner's Office).
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How we have collected or used your personal data, including how long we have retained it, its accuracy, or the basis on which we process it.
A complaint about the outcome or standard of the legal services we have provided, which does not concern how your personal data has been handled, will be dealt with under our Complaints Policy rather than this policy.
3. How to make a complaint
You can raise a data protection complaint with us using any of the following methods:
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By email to info@jsclegal.co.uk
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By post, marked for the attention of our Complaints Manager, to GF04 Unity House, Westwood Park, Wigan, WN3 4HE
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By telephone, on 0161 515 2442
If you contact us by any other route, including social media, we will still treat your complaint as a valid data protection complaint and will ask you for an alternative, secure means of contact if needed to progress it.
If someone is complaining on your behalf, we will need to verify that they are authorised to act for you before we investigate the complaint. Where a complaint is made on behalf of a child, we will consider whether the child has sufficient understanding to exercise their own rights and will communicate with them in clear, age-appropriate language where relevant.
4. Who handles your complaint
Data protection complaints are handled by our Complaints Manager, who is responsible for both service complaints and data protection complaints at the firm.
Complaints ManagerSophie Calado, Director
Emailinfo@jsclegal.co.uk
Postal addressGF04 Unity House, Westwood Park, Wigan, WN3 4HE
Telephone0161 515 2442
5. Acknowledgement, investigation and outcome
We will acknowledge your data protection complaint within 5 working days of receipt. This is a shorter period than the 30-day acknowledgement period required under the DUAA, and reflects the timescale we already apply to complaints about our legal services under our SRA and Legal Ombudsman obligations, which we apply consistently across all complaints handled by the firm.
Once acknowledged, we will, without undue delay:
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Make reasonable and proportionate enquiries into the matters you have raised, having regard to the nature and complexity of the complaint and its impact on you.
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Keep you informed of progress where the investigation will take some time to complete.
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Tell you the outcome of your complaint, including the reasons for our decision and, where relevant, any action we intend to take.
Where we are able to resolve your complaint and provide you with the outcome within the initial 5 working day period, a separate acknowledgement and outcome response is not required and we will simply respond to you in full within that time.
6. Your right to complain to the ICO
You have the right to complain to us directly using this policy, and you also have the right to complain to the Information Commissioner's Office ("ICO") at any time, whether or not you have raised a complaint with us first.
Websiteico.org.uk/make-a-complaint
Telephone0303 123 1113
Post Information Commissioner's Office, Wycliffe House, Water Lane, Wilmslow, Cheshire, SK9 5AF
7. Complaints about our legal services
If your concern relates to the standard of legal service you have received from us, rather than how we have handled your personal data, please refer to our separate Complaints Policy. If, after we have investigated a service complaint, you remain dissatisfied, you may be entitled to refer it to the Legal Ombudsman, normally within six months of our final response and within specific time limits from the date of the act or omission complained of. Full details of these time limits and the Legal Ombudsman's contact details are set out in our Complaints Policy and in our final response letters.
8. Record keeping and review
We keep a record of all data protection complaints we receive, including the date of receipt, the nature of the complaint, the steps taken to investigate it, and the outcome. These records help us demonstrate compliance with our obligations under the DPA 2018 and UK GDPR.
This policy is reviewed at least annually, or sooner if there is a material change to data protection law or ICO guidance.
Last reviewed: 15/07/2026| Next review due: 15/07/2027